Contact Center Support Operator

📋 Description

• • As a Contact Center Support Operator at Cleveland Clinic Health System, you will be at the forefront of patient care and operational efficiency, serving as a vital link between our patients, providers, and various hospital facilities. Your role is crucial in ensuring seamless communication and providing essential information, embodying the Cleveland Clinic's commitment to excellence and transforming the patient experience.
• • You will be responsible for expertly managing inbound calls, utilizing comprehensive databases and reference materials to swiftly identify and connect callers with the appropriate departments or personnel. This requires not only efficiency but also accuracy, adhering to established metrics and productivity standards to maintain the high level of service our patients expect.
• • A key responsibility involves navigating the QGenda on-call system to identify and contact on-call providers. You will process these on-call requests through alpha paging or direct phone calls, ensuring that critical patient information is relayed accurately and promptly to the attending physician.
• • Your expertise will extend to handling specialized protocols for Main Campus, including critical situations like the Shock team, LVAD (Left Ventricular Assist Device) support, Patients Plus initiatives, Transplant services, and the Ortho reconstruction hotline. This demands a calm demeanor, quick thinking, and a thorough understanding of emergency procedures.
• • You will be a point of contact for multiple hospital sites, including Main Campus, Avon Hospital, Euclid Hospital, Hillcrest Hospital, and South Pointe Hospital. This broad scope requires adaptability and a comprehensive knowledge of the services offered across the Cleveland Clinic Health System.
• • A significant aspect of your role will be providing assistance to individuals who may have difficulty dialing or are experiencing emergencies. This includes offering relay services for hearing-impaired callers, ensuring that all patients, regardless of their circumstances, can access the support they need.
• • You will serve as a reliable source of information for the public, answering routine questions and providing details about the organization. This involves leveraging electronic databases, reference materials, and other tools to deliver accurate and up-to-date information, which can fluctuate based on seasonal changes, marketing campaigns, or new medical studies.
• • Accurate data entry is a fundamental part of this position. You will be tasked with updating application databases, phone directories, and other electronic reference materials, ensuring that our internal systems are current and reliable.
• • In critical situations, you may be called upon to handle internal medical emergency calls as a backup, ensuring business continuity. These calls will be processed and dispatched according to strict protocols established by the Critical Care Response Committee, highlighting the importance of your role in maintaining safety and operational integrity.
• • You will utilize the Epic system to access and review patient information, including house census data. This enables you to provide patients with essential appointment details, such as location, provider, date, and time, facilitating their healthcare journey.
• • This role requires a proactive approach to problem-solving and a commitment to continuous improvement. You will be expected to contribute to a positive and supportive team environment, collaborating with colleagues to enhance the overall efficiency and effectiveness of the call center operations.
• • The ability to actively listen, understand complex information, and communicate clearly and empathetically is paramount. You will be handling a high volume of calls, each with unique needs, and your capacity to adapt your communication style will be key to providing exceptional customer service.
• • Proficiency in using computers and navigating multiple electronic systems is essential. You must be able to process information accurately and follow established protocols consistently, demonstrating a strong command of the technology required for this role.
• • This position offers a unique opportunity to contribute to a world-renowned healthcare system, making a tangible difference in the lives of patients and supporting the critical functions of a leading medical institution. Your dedication and skill will be instrumental in upholding the Cleveland Clinic's mission and values.